Quality Management System - Essay Example

Quality Management System Introduction Before going into the details of development and implementation of an ISO 9000 standard quality management system in our company, Superior Quality Tiles (SQT), let’s get a better understanding of what ISO 9000: 2000 actually is. So starting with ISO 9000: 2000, it is that combination of systems that are made for such companies or businesses which have a motivation and enthusiasm for continuous growth and success in any competitive market. ISO 9000: 2000 standards guide the organizations about the requirements for implementation of a quality management system (Dale, et al., 2005). As we know that today’s business world is rapidly changing, it has become extremely important and crucial for any company or business to implement ISO 9000 in the business. 2. What is Quality and Why is it Important Quality means to provide product satisfaction to the customers. Any organization or a company can satisfy the stakeholders and the customers only if it provides them with quality in the products that they use. Quality is the key to organizational success as it leads the organization towards market domination through delivering quality products and services to the public. Quality also means to seek continuous improvement in the products and services provided by any organization. 3. Important Tasks of a Quality Management System It is essential for any organization to implement a well developed quality management system because it not only helps an organization attracting and retaining customers but also helps gain competitive advantage in the market. The two most important tasks of a quality management system include quality control and quality assurance. 3.1 Quality Control If we talk about quality control, we can say that quality control is a process which is employed in order to ensure a required level of excellence, superiority, and quality in a product or service delivered by a company. Quality control is a process within an organization designed to ensure a set level of quality for the products or services offered by a company. 3.2 Quality Assurance Quality assurance is a process in which products and services provided by a company are checked in order to know whether those products and services meet customers’ expectations or not. All aspects of a product are examined and tested, and if it some part or whole of a product is not found able to meet the quality standards properly; appropriate steps are taken by the quality assurance department to improve the quality of the product. 4. Quality Management System Quality management system is implemented in a company or an organization in order to ensure the quality of the products and services that it manufactures and delivers to the customers. Quality management system of any organization should be based on ISO 9000 series which represents an international agreement on the quality management practices within an organization (Uzumeri 1997). Various companies and organizations firmly believe in the benefits and importance of adopting the ISO 9000:2000 standards (Al-Khalifa, et al., 2008). Talking about quality management system, we can say that it acts as the foundation for an organization’s success because without implementation of an effective quality management system, no organization can be able to manufacture the best quality products. One of the main requirements of ISO 9000: 2000 is establishment of measurable objectives by the organization. Another requirement is that the management and the employees should know how to achieve those objectives set by the higher level officials of the organization. ISO 9000: 2000 requires quality to be the first priority for every employee working for any organization. According to ISO 9000:2000 standards, the product requirements should be identified by the organizations by analyzing the demands mentioned by the customers, analyzing basic and essential requirements of the product, analyzing statutory and legal regulations regarding the product, and determining any additional requirements related to the product. 5. Importance of ISO 9000: 2000 for SQT While talking about ISO 9000, let’s now describe its importance for our company, Superior Quality Tiles. As we have encountered a big problem of loosing our precious and potential customers in the recent times because of not paying enough attention and interest towards the implementation of ISO 9000 in the company, we need to know its importance and significance to the company. So describing the importance of ISO 9000, when a company or any specific business will not have any proper implementation of any quality management system, it will surely make a worse impact on the growth and development of not only the company but also the customers of the company. If we want our customers back, we need to provide them with quality in the products that we deliver. Kantner (2000) found that target of growth of business and gaining trust of customers in the competitive market can be achieved if we implement ISO 9000 in a company. Applying systems of proper quality management will make our company grow and gain success in the market. It will enable us in getting a positive effect on investment, sales growth, sales margin and market share. Newslow (2001) affirms that ISO 9000 helps in achieving competitive advantage in the progressive market through enabling the company to produce high quality and standardized products. There are such guidelines present in the ISO 9000: 2000 that can provide us with a comprehensive model for the purpose of quality management which can enable us in making our company competitive. There are various advantages of the implementation of a quality management system in a company. Some of those advantages include increased level of customer satisfaction and their retention, reduced audits and enhanced mode of marketing, increased level of profits for the company and increased level of productivity. These are the advantages which will prove out to be very beneficial for our company because they will not only help us increase our productivity and profits but will also help getting our customers back because when we will provide quality to our customers, they will not think to go to some other company for any specific product. And that quality will only come if we properly analyze and implement ISO 9000: 2000 quality standards in our company. ISO 9000 is also important for the company because of its international orientation (Hill 1996). As we know that our customers demand international standard of excellence, we should implement ISO 9000: 2000 because it is backed by national standards bodies from a lot of foreign countries. So it will be very useful for the company to put into practice this quality management system. Another important and distinguishing feature of this model is its systematic orientation. Chung (1999) found that quality, in any business or company, can only be attained when the workers of that specific company will be motivated to improve the standard of the products. Unless we don’t institutionalize the right model of quality management in our company containing appropriate policies, technologies and procedures needed to run any business efficiently, we can’t achieve desired goals and objectives for the company. If we implement this quality management system, it will work as a message from the top authority level to the employees that the company in which they are working is quality conscious and wants to do business activities according to the guidelines of ISO 9000: 2000. One of the basic motives of ISO 9000 is to bring international trade to a business (Marcus & Naveh 2005). If we implement this quality management system, we will be able to make productive changes in any aspect of the business. Hutchins (1997) asserts that quality management system helps a company in staying up to date regarding all business activities. We will be better able to know what services are being offered by the company and in which way they are being manufactured. Without a proper quality management system, we can never be able to achieve desired set of goals and objectives and if we don’t achieve those goals which are related to quality assurance, we will not be able to either attract the customers or retain them. ISO 9000 will not only enable SQT to achieve quality and excellence in the products of the company but will also enable the company gain a lot of customers again who have rejected us for poor quality. 6. How to Develop a Quality Management System Development of an effective quality management system is of extreme importance for the success of any organization. The quality management system ensures the durability and reliability of the products manufactured by the organization. We will use a process driven approach in order to develop a quality management system for our organization. The process driven approach is not only a perfect approach towards development of a quality management system but also it is a basic requirement of ISO 9000: 2000 series. We will use process driven approach because it helps the management effectively manage all the processes needed to run different departments and business of the organization. Using process driven approach towards development of quality management system, not only the interaction between the processes will get effectively managed but also those inputs and outputs will get managed which bind different processes together in order to carry out any specific business activity. As we know that process driven approach is an integral part of ISO quality standards, we have to make out those essential processes that are required for the development of a quality management system. ISO 9000: 2000 standards stress on the inclusion of these processes in order to develop an effective quality management system for any organization. So in order to develop a quality management system for our company, the processes and activities which will be taken into consideration by the system developers include quality assurance and resource management processes, employee training process regarding implementation of new QMS, creating awareness among the employees, goods and raw material purchasing process, product development and management processes, service provision process, quality management audit process, product monitoring process, and management review process. After identification of these processes, each process will undergo a process development plan which includes development, documentation, implementation, maintenance, monitoring, measurement, analysis, control, and improvement of the identified processes. The above mentioned processes will result in the development of an appropriate quality management system for our company. 7. Benefits of implementing ISO 9000: 2000 for SQT While talking about development of ISO 9000: 2000 standards’ based quality management system in our company, let’s now get to know those benefits which will definitely come if we put into practice this quality management system in the company. It will guide the company in improving quality and standard of products and services It will help gain business for the company If will help getting customers’ satisfaction It will help retain customers through improved quality Clients will be motivated to business with an ISO certified company Level of sales will get increased Profit margins will also get increased through implementation of ISO 9000 The company will have an improved access to international markets Improved efficiency will be achieved through documented processing Customers will be able to get reliable and quality assured products It will help the company select suitable suppliers and vendors These were the benefits which our company will be able to get if we implement ISO 9000 model of quality management in the company. It will help us improve the quality of products and services which we deliver to the customers. When the customers will use our products, they will surely come back to us again whenever needed and in this way we will start retaining our customers which will result in increased level of success in the market. 8. Benefits for employees of SQT While talking about benefits of implementing ISO 9000 in the company, we must also mention its benefits for the employees, the most valuable assets of our company. Employees will work harder when they will know that the company is quality conscious Employees will be motivated to achieve excellence Employees will get benefited by better working conditions They will also get increased job satisfaction Improved health and safety is also a benefit for the employees Morale of the employees will also get increased Another benefit will be improved stability of employment, and Their skills and abilities will also get flourished while working for a quality conscious company 9. Benefits for the owners of SQT When we talk about benefits for the customers and employees of the company, let’s now mention its benefits for the owners of Superior Quality Tiles. Owners will be benefited by increased productivity They will also get benefit by increased return on the investments Increased market share will also be a benefit for the owners Increased operational results will be achieved Increased level of profits will be attained, and Attainment of desired goals and objectives through effective and efficient processes 10. Implementation stages of ISO 9000: 2000 Now, if want to implement the ISO 9000: 2000 model of quality management in our company, we must follows some key stages which are of extreme importance for the successful implementation of ISO 9000: 2000 in any company or business. Budget plays a key role in effective implementation of a quality management system. “At the beginning of the ISO 9000 implementation process, ISO-certified organizations have to spend a large portion of their budget to set up the quality management system” (Hong & Phitayawejwiwat 2005). The key stages of implementation are as follows: The top level authorities of the company should show a real commitment for the purpose of implementation of quality management system. An appropriate implementation team should be established for the purpose of implementation. Next, awareness programs related to ISO 9000: 2000 standards should be started. Now appropriate training should be provided to the employees. Then initial status surveys regarding problems and issues should be conducted. Then a documented implementation plan of the quality management system should be created. After development of a implementation plan, a quality management documentation system should be developed. Document control systems should be generated for the purpose of documented processing After documentation, the quality management system should be implemented. Then the effectiveness of the system should be checked through internal quality audits. After three to six months of implementation, a management review should be conducted. Then a pre-assessment audit should be arranged before applying for certification. An application should be sent to the certification agency for registration of the implemented quality management system after initial period of successful implementation of ISO 9000: 2000 based quality management system. The last stage is the continual improvement of the quality management system. 11. Conclusion Summing it up, it can be said that implementing an effective quality management system is of critical importance for the success of any company. If we want to regain our customers and achieve market domination in a competitive market, we need to implement ISO 9000 as a proper quality management system. But if we do not implement it in our company, success of the company and achievement of goals and objectives can never be expected. So, it’s really beneficial and essential for the managers of the company to implement an appropriate quality management system for the success of the company. References Al-Khalifa, K, Al-Salem, A & Mohamed, T 2008, ‘ISO 9000:2000 quality management standard: experience in the state of Qatar’, International Journal of Productivity and Quality Management, vol. 3, no. 4, pp. 457-471. Chung, H 1999. Understanding quality assurance in construction: A practical guide to ISO 9000, E & FN Spon, London. Dale, B, Iwaarden, J, Wiele, T & Williams, R 2005, ‘Perceptions about the ISO 9000 (2000) quality standard system revision and its value: The Dutch Experience’, International Journal of Quality & Reliability Management, vol. 22, no. 2, pp. 101-119. Hill, S 1996, ‘ISO 9000 certification provides long-term payoff’, Quality, vol. 35, no. 4, pp. 61-68. Hong, J & Phitayawejwiwat, S 2005, ‘The impact of ISO 9000 certification on quality management practices in Thailand’, Journal of Industrial Technology, vol. 21, no. 1, pp. 5. Hutchins, G 1997, ISO 9000: A comprehensive guide to registration, audit guidelines, and successful certification, 2nd edn, John Wiley & Sons, Canada. Kantner, R 2000, The ISO 9000 answer book, 2nd edn, John Wiley & Sons, Canada. Marcus, A & Naveh, E 2005, ‘Achieving competitive advantage through implementing a replicable management standard: Installing and using ISO 9000’, Journal of Operations Management, vol. 24, no. 1, pp. 1-26. Newslow, D 2001, The ISO 9000 quality system: applications in food and technology, John Wiley & Sons, Canada. Uzumeri, M 1997, ‘ISO 9000 and other meta standards: Principles for Management Practice?’, The Academy of Management Executive, vol. 11, no. 1, pp. 21-36. Read More